Service Technician Lead

“TWG”•Tulsa, OK

23d•Onsite

About The Position

“TWG” is the group name we use to refer to the industry’s foremost producers of quality winches, hoists, gear drives and electronic monitoring systems for global industrial applications. The seven brands comprising TWG include Tulsa Winch, Rufnek, Greer, dp Winch, Gear Products, Pullmaster and LANTEC. Operating from the Jenks, Oklahoma facility are the Tulsa Winch, Rufnek, Greer, dp Winch and Gear Products brands with Pullmaster and LANTEC brands operating from the Surrey, British Columbia, Canada. By drawing upon the talent of our dedicated employees and the strengths of these brands, TWG has become known around the world for providing innovative products and solutions designed and manufactured to high quality standards and delivered to our customers on time. The products and solutions produced by TWG find their way into diverse applications including onshore oil and gas, the utility industry, commercial and governmental towing and recovery, construction and offshore cranes, marine applications including fishing and cargo handling, forestry and mining applications and a myriad of other construction applications. We feel that our success is directly attributable to the creativity, commitment and enthusiasm of our employees. POSITION SUMMARY This working lead position reports to the Manager, Quality and Service and is responsible for the general monitoring and coordination of daily operations of the Service department, while also contributing to the successful and timely completion of RMA returns. Service technician requirements include efficiently validating testing of new or modified products, providing competent, professional field support to customers and making recommendations for new/improved processes that increase department efficiency, and/or increase revenue.

Requirements

Must have a safety-focused, positive, professional and respectful attitude and communications always within and outside TWG and / or Dover OPCS, both domestically and internationally.
Must demonstrate the ability to recognize problems, the willingness to respectfully confront problems and demonstrate problem solving skills.
Must be open to opportunities to learn and develop new skills.
Must learn and apply LEAN process improvement concepts as required.
Makes timely decisions and approaches all situations with integrity.
Analyzes job tasks to efficiently perform the job requirements in a timely manner.
Develops and maintains methods, procedures, attitudes and skills to provide quality work.
Has excellent attention to detail completing essential duties in an efficient and timely manner.
Maintains a safe, clean, orderly and uncluttered work environment.
Must be able to travel up to 50% as required and/or directed.
Becomes familiar and complies with Company procedures and policies as provided in Employee Handbook, Quality Manual, Safety Manual and or Official Postings.
Participates in and attends as directed Company meetings, training sessions and seminars.
Associate degree or equivalent Mechanic Certification from two-year college or technical school in related field and 3 years minimum related experience and/or training; or equivalent combination of education and experience.
Basic/entry level knowledge of mechanical elements/systems.
Basic knowledge of troubleshooting/root cause analysis of mechanical systems.
Basic ability to gather data, write reports, and present findings.

Nice To Haves

Experience Leading a Team or Directing Work
Experience in gear trains, clutches, brakes, and supporting mechanical elements
Ability to read hydraulic schematics and perform diagnostics of hydraulic systems

Responsibilities

Oversee, monitor and safely coordinate the service team’s daily workflow, including scheduling RMAs, validation tests, service calls, training employees, planning, assigning and directing work, and other tasks as assigned by Leadership.
Provide root cause analysis data to applicable departments.
Repair parts, assemblies performing mechanical tasks.
Write detailed repair procedures and or test reports as directed and maintain in Test Procedure library/Standards Library.
Write RMA's as required on units to be returned for repair or credit and prepares sales orders for RMA repairs.
Provide field support as assigned; including (not limited to) on-site diagnostics, repairs, part sales, and customer presentations.
Keep record of service calls, sales orders, RMA's, warranties and credits as directed and required.
Serve as trainer and mentor to new technicians in the area as needed.

Benefits

a 401(k) savings plan with employer contributions
medical, dental and vision insurance
wellness programs
health savings account, health care and dependent care flexible spending accounts
company paid short-term disability and long-term disability
company paid employee basic life and AD&D insurance
supplemental employee and dependent life insurance
optional accident, hospital indemnity and critical illness insurance
adoption, surrogacy, and fertility benefits and assistance
commuter benefits
parental, military, jury duty, and bereavement leaves of absence
paid time off
business travel services
employee discounts
and an employee assistance program that includes company paid counseling sessions and legal services.